Workflows discussion

Hi friends,In our company we deal with prayer requests. Front knowledge base has facilitated my workflow in the smooth response to prayer requests.I have used tagging teammates to so that we work together and help each other. And this has been very effective indeed. 

We’re working on beefing up a few of our review websites and are struggling a little bit with the cadence of sourcing these.  Right now, we have emails come in from our NPS letting us know when we have a 10/10 come in. It then gets assigned to the the relationship manager and they are supposed to reach out via a template.  I’m curious if there is a way to remove the manual email outreach for each relationship manager and automate that template sending and still including the individualized signatures (so it looks like a personal email from the “account rep” in the eyes of the customer)

We’re just about to launch Front with our team (YAY!) and one of the key features we’ll be using is Round Robin. I was just wondering, if one of our team members goes on leave and turns on their ‘time off’ settings, what happens with emails that would normally go to them in the round robin routing?  I hope this makes sense! I thought there was a learning path that covered it, but I can’t seem to find it. Thanks in advance! 

Hi there everyone!A fellow coworker and I are brainstorming ideas for how we can use Dynamic Objects within our workflow. We have started using it in a few small cases and would really like to see how much farther we can go with it.What are some ways in which you use dynamic objects in your workflow? We have a few applications that don’t have existing plugins in Front that I could see being extremely helpful via dynamic objects. I believe there is a way to build those out ourselves, or am I mistaken?Thanks for any help!

Harnessing Front's Power with Slack Integration: Streamlining Communications and Boosting Efficiency 1. Does Front's Slack Integration Reduce Direct Slack App Usage? Have companies observed a decrease in direct Slack App usage after implementing the Front Slack Integration, especially for common tasks like interdepartmental communications about order fulfillment and invoice payment? 2. Centralized Action in Front: How has the Front Slack Integration, in conjunction with Front’s comment and Dynamic Object features, enabled companies to streamline action and conversation within Front, promoting centralized activity and increased efficiency? 3. Advocating for Front: What strategies have worked successfully to promote Front as the primary communication platform and central hub for workflows, instead of the Slack App itself? 4. Efficiency and Cultural Adoption: How has the Front Slack Integration impacted your team's efficiency?  Furthermore, how have you culturally encouraged its adoption,

Does anyone have specific use cases of how they have added in dynamic objects to increase efficiency of their teams? 

I am new to the Front Community, but my employer has been using Front for approximately 4 years now.I am in the process of completing the FCA exam and needed to add a post. 

HiOur team of 5 receive email requests into the shared inbox from a defined pool of around 50 service users. Sometimes it might be two or three months between an email from the same person.Currently, we’re finding that a new email request will often attach to an old thread from that same service user, even if that thread was previously archived (sometimes months, even years ago!) The new email will also be assigned to the same person who dealt with the original thread.Similarly, if the same service user sends over multiple requests in a short period, they all end up attaching to each other and being assigned to the person who dealt with the original request.This can make it harder to spot the new requests, as it looks they are already assigned and being dealt with by another team member.I suppose what I’m asking is, is there an easy way to prevent new emails attaching to old archived threads? Thanks for any ideas!GarethPS We are on a legacy plan, not the Growth plan or above.

Hello!I’m very curious on how as a remote team we could potentially manage a SLA across team members across different time zones? I really think that SLAs would really benefit our account managers, but unsure how we could implement the standard across our team with us being so spread out.Thanks!

Hello - we have a strict need to know policy at my company. We’d like to take advantage of the Accounts section but we would like it to be on a user/admin level only. Is this possible?

Hello! We currently have 4 account managers spread over 100+ clients. I’m curious what you may suggest as to how we can route these to the appropriate account manager? Currently the AMs monitor one singular inbox and assign the messages as appropriate, but I think if we may trigger them to automatically send to the AMs, it will help reduce our main inbox.Thoughts?

We have teams from all over the world working but we want to keep responses to those individual time zones separate based on the team. How can we set up different working hours per team?

Hi,We have set up two rules for automatic receipt confirmations. These worked without any problems until yesterday. Now the message no longer goes out via email, but it still works on WhatsApp. When I look at the time of the last rule application, both show December 14th. 17:**. I can't find any reason why the rule no longer works today. Can you help me there?

Thank you so much to all who attended our webinar on Dec 12th - “How Front Support uses Front”We had a lot to cover so would encourage any questions during or after the event to be added as replies to this post. We will respond to all by Thursday Dec 14th!For any chatbot specific questions, we encourage you to head to the Chatbot AMA where our Product Manager and Front Support Chat Manager will be addressing questions on Thursday Dec 14th.If you didn’t make it to our webinar, here’s the recording of it: Thank you!

Front is making it easier for logistics companies to access essential quote or shipment details and manage conversation follow-ups — right in Front. Learn how logistics industry professionals including brokers, 3PLs, and carriers can use Front’s newest features, linked conversations and dynamic objects, to dramatically improve agents’ process flows. In this webinar recording, you’ll learn how to:Link conversations to easily handle related to-do’s  Save time by bringing data into Front from other systems Use these features together for maximum productivity If you have further questions about the topics presented in the webinar, feel free to leave a comment below or visit these specific AMAs: 

I work for a tourism company where guests book trips with us. We use Front as a way to manage customer questions. Does anyone have any suggestions on ways to link those conversations directly to the guests's bookings? I’ m also wondering if anyone else in the same industry has any additional suggestions for automations using dynamic objects?

Is there a way to automate a survey to users following a chat conversation? 

Hi,We work with custom views to divide inboxes because we don't have teammates for individual topics, but we have different teams for different areas. We sort these views using tags and corresponding rules. If we remove such a TAG, the conversation will, of course, immediately disappear from the view. It is then relatively difficult to find them again, e.g. to archive, reply or set another TAG.Do you have any suggestions for solutions to this? BestNina

Hi there, I’m wanting to setup a workflow where our @sales team requests our @production team for a piece of information (e.g. lead time to get an order out) but I want the conversation to stay in the @sales inbox.Is there a good way to do this? Using tags and views for the @production team members? Thanks,Tom

Hi Sales Leaders,  Front has been an incredibly powerful tool for me and I’m such an advocate for all of it’s features. I’ve made tremendous strides with support teams, customer success teams, and internally but I’ve failed to find tangible ways that it’s impacted my sales teams. What ways have you used Front to help your sales team drive revenue, or optimize their processes?  I’m finding this specifically difficult for my BD reps that are a bit more individualized and not a standard SDR or AE. Thanks,Ryan 

Hello Front Community! I would like to make the most out of the Front knowledge base feature; however, I do not wish to recreate exisiting documentation. Currently, we have a knowledge base in Service Now, but it would be fantastic if we could bring that same information (If not simply make it accessible to search from from) into the Front knowledge base as a resource for our techs when assisting end users. My other concern is whether or not I have the ability to restrict the knowledge base view to ONLY our IT team. What would be the best avenue to accomplish these asks? 

Hello!I am currently trying to build a Dynamic Object that returns a URL format where the first two numbers after the static portion of the URL represent the numerical value of the letter + 1.For instance,  our order numbers are in the format of AV123456. I have this set to work as a dynamic object and it returns the correct URL. It is currently set as:Target String: A,Letters (exactly 1), Digits (Exactly 6)Target URL: ************************************next/21Digits(Exactly 6) It works beautifully. However, there are previous orders and future orders where the second letter is not V, and for this reason, 21 will not remain permanently static.​21****** represents the value of V(20) + 1 and the * represent the remaining numerical digits of the order number.Is there a way to build out a dynamic reference that takes the Letter Value, Converts it to the Numerical Value and then Adds 1 to it? 

Hey Community,  Over the last few months we have been continuing to experiment with rules to attempt an equal distribution across our SMB CSM Team. With the exception to them being in multiple time zones, each of these CSMs should have equal distribution of emails daily over the full 24 hours in a day. What we have found consistently week or week is that 1-2 of our CSM’s typically has 2-3x the # of assignments as others. After many alterations and chatting with support we have determined that the primary reason for the outlier here is that a few CSM are exceptionally good at their job and move quicker than others. Because this particular CSM is very quick to answer emails, he/she has more capacity for the “assigned to me” queue to continue giving more and more work. On the other side of the house, the slower CSM queues are full so they are not getting additional work throughout the day.  Obviously I don’t want to “slow down” an efficient employee, but this system of “work harder, get m

Working on updating my companies Front account and settings as we transition to using Front Chat as well, and I noticed that I do not have the option for setting business hours as listed in the knowledge base.  I am a company and workspace admin, however the setting is just not there when I go into analytics or inbox settings.Can someone point me in a direction I may be missing? Or is this a system issue of some kind.Thanks!

Hi, Has anyone updated the weekend in the business hours and what was the outcome? Any difference in the analytics as opposed to just having the 5 weekdays?